Remote Software Product Support Administrator at PEXA Group

Description:

PEXA is a company that has revolutionized property settlement in Australia and is expanding into the UK market.
The Software Product Support Administrator will be the face of PEXA to customers, including lenders and law firms.
The role involves managing customer queries, issues, and interactions through to resolution within Service Level Agreements (SLAs).
Responsibilities include logging all contacts in the Service Platform (Salesforce), escalating unresolved inquiries, and educating customers on digital self-service support.
The administrator will also handle customer onboarding, ensuring compliance with defined processes and maintaining subscriber records.
The role requires dealing with feedback and complaints with a resolution-first approach and conducting root cause analysis to prevent recurrence.
The administrator will assist in creating and improving processes, procedures, training materials, and knowledge content.
The position is remote and offers a salary range of £35,000 - £40,000 per year.

Previous experience in a customer-focused support environment for a tech product is essential.
Candidates must possess a polite, cheerful, and articulate telephone manner.
Strong time management and organizational skills are required.
Excellent communication skills, both written and verbal, are necessary.
The ability to self-motivate and work autonomously in a fast-paced environment is essential.
Desirable qualifications include experience in the mortgage process with a lender or law firm and familiarity with using a service support system.

PEXA offers tailored programs and tools to encourage personal and professional learning and development.
The company cares about the holistic wellbeing of its employees.
PEXA promotes a work/life blend, allowing employees to create an ideal balance between work and personal life.
Employees are part of a passionate and motivated team that values innovation and customer service.